My RPN information is not updating

Importance of retrieving RPNs

It is very important to ensure that an RPN is retrieved for each employee. This is to prevent them from being taxed on an emergency basis.

Please consult the following help pages for more information:

• RPN Information
• Create/Add RPNs

If the RPN is not updating, the following three checks can be performed in order to rectify this error:

Check 1

• Ensure that there is only one RPN displayed on the system. If there are multiple RPNs, they must be removed.
  • Please note this action can be performed only by our Support team.
  • Once the duplicate RPNs have been removed, the employee’s RPN will need to be updated. To do this, go to the employee's profile, and click on Edit Info > RPN Information > Update Now.

Check 2

• If the employee has recently been added to the system without any settings configured, the employee should be deleted and imported through the digital certificate. This will ensure that the correct information is pulled through.
  • Use the system to identify if the desired RPN is not in the RPN history. To do this, go to the employee's profile, and click on Edit Info > RPN Information.
  • In the event that the RPN does not update after following these steps, download the RPN CSV file from ROS, and contact the Support team.

Check 3

• An error may occur if the employment ID has been incorrectly captured on the system. If this is the case, the employment ID must be updated.
  • If the RPN is showing in the RPN history but a different one is being used, please contact our Support team as the certificate may need to be deleted. (See Check 1 for more information.)